Accessibility
03
Overview
Accessibility was not an afterthought in our process — it was the foundation. Guided by WCAG 2.1 and 2.2 standards, we examined every stage of the ticketing flow to identify where users were being excluded and how we could design around those barriers. Our research revealed that most ticketing systems fail the same users in the same ways, and we set out to change that for Théâtre Déchaînées.
Category
Inclusive Design
Challenge
Our research uncovered two distinct but overlapping sets of barriers. For users with disabilities, the problems were structural: inaccessible seat maps that screen readers couldn't interpret, unlabeled buttons and missing ARIA roles that blocked navigation, complex checkout forms with unclear error messages, and no reliable way to find accessibility information, like wheelchair seating or adapted performances, during the booking process. For all users, the problems were about friction: overly complex purchase flows, hidden service fees revealed too late, confusing seat selection, and fragmented journeys split across multiple platforms. Both sets of barriers lead to the same outcome: users abandoning the process before completing a purchase. We structured our accessibility approach around the four WCAG principles: Perceivable, Operable, Understandable, and Robust by applying them as a lens at every design decision. This meant ensuring all information was available to screen readers with sufficient color contrast and clear text alternatives. It meant designing every interactive element such as date pickers, ticket steppers, confirmation dialogs to be fully usable by keyboard alone, with a visible focus indicator at all times and no keyboard traps. It meant writing clear, consistent action labels in plain language, and making prices, dates, and steps immediately understandable without cognitive overload. And it meant building on semantic HTML so the interface would remain compatible with assistive technologies over time, without relying on heavy scripts or third-party libraries.
Impact
By grounding every design decision in these principles, we produced a ticketing flow that removes the most common barriers users face. Screen reader users can navigate events, dates, and purchase actions through proper semantic structure. Keyboard-only users can move through every step by including dialogs and forms without getting trapped. Users with cognitive or language needs encounter clear language, visible pricing, and straightforward steps. And mobile users experience a focused, linear flow with large tap targets and no disruptive pop-ups. The result is a ticketing experience where independence is the default, not the exception.
